Customer Service Representative

General Summary:Provides friendly, knowledgeable, and prompt support for customers to achieve the required performance outcomes. Coordinate's e?ortsof service, management, and administrative teams.Manages pest control routes through service scheduling (regular services, extra services, new starts). Monitors schedule throughout the day to improve e?ciencies and keep schedulesproductive. Follows up with customers to check satisfaction. Evaluates new pest control customers' needs, proposes properpest control solutions, and closes sales. Serves as back-up support in absence of administrative personnel.To qualify for employment individuals must meet the basic quali?cations and be able to perform the required competencies. Reasonable accommodations may be made to help people with disabilities perform in this position.Basic Quali?cations – Required:Read, write, speak,and comprehend EnglishAt least 18 years of ageLegal to work inthe U.S.Possess a high school diplomaor G.E.D.Reliable transportation to and from workAvailable to work required days and timesFree of any illegal drug use; zero tolerance drug policyBasic Quali?cations – Preferred:2-year college degree1+ year's successful experience in an o?ce environmentRequired Credentials/Certi?cations(s):Attend Registered Technician School within the ?rst 75 daysPass the QualityPro exam within6 months of hireMCP (Microsoft Certi?edProfessional) or otherMS certi?cation not required, but preferredRequired Knowledge:Reading, writing and speaking English,and basic mathematicsCommunicationtechnologies such as email and webOrganizing and prioritizing tasks and timeCommon business software(word processing, spreadsheets, e-mail, web)Common o?ce equipmentsuch as copiers,printers, faces, computers, etc.Pro?cient in serviceand sales scheduling software (PestPac and Sales CRM)Required Skills:Reading, writing, arithmeticOrganizing and managingtimeReceiving incoming customercallsCalming upset customers and resolving theirissuesData entry and database managementScheduling services using scheduling softwareTyping 70 words per minuteRequired Physical Abilities:Sit, hear, touch, talk, write,type, see close up, and use computermonitor and keyboardRequired Competencies:Routing SupportScheduled regular and initial servicesUpdates schedules for maximum e?ciencyManages initial serviceschedules, contracts, and completes paperworkTakes calls requesting extra services and schedules appropriatelySales SupportsReceives calls from prospective customers, de?nes their pest control needsand sets up sales inspector appointmentsTelemarketing activities October through MarchInformation FlowServes as liaisonbetween customers, PMPs,sales, and administrative teamsCollectionsMakes calls, texts,and emails to collect past due amountsand update paymentinformationService SupportIdenti?es and communicates serious problems to managementFollows up to ensure satisfactory service (1 call resolution)Produces information and summarizes activities for reportsReceptionAssists with telephone answering as necessary due to administrative absence or high call volumesTeamworkAttends and participates in company trainingmeetingsAssists in trainingfellow CSAs and others as requestedTechnicalE?ectively utilizes IT, hardware, and software programs used in the company, and coaches others.OthersPerforms other duties as requiredWorks required Saturdays